Digital Engagement Blog

Let’s face it. We all know what it feels like to have a horrible customer service experience. So, in honor of #OppositeDay we thought we would provide a few of the worst social customer care practices – the opposite of what you should be doing - and offer recommendations on how to avoid them.

Since 2013, we have been casting a critical eye on how enterprise engagement solutions solve problems throughout the customer journey. The exponential growth of mobile commerce has amplified both the need for better enterprise engagement solutions and the current lack of true solutions in place across the omnichannel customer journey.

Sound familiar? It should...And, if you’re a Star Wars fan, it most certainly does.

Various versions of “I have a bad feeling about this” appear throughout all episodes of Star Wars. For me, the most memorable occurs in episode IV, the original Star Wars from 1977, when Luke, Leia, Han, and Chewie find themselves jumping into the Death Star’s trash compactor in an attempt to evade stormtroopers and certain capture. It gets eerily silent, except for some creaking in the walls. Just before the walls start to close in on them, Han Solo is a soothsayer, “I got a bad feeling about this.”

About this blog

We believe digital is more than a technology. It’s a lifestylethat’s transforming nearly everyone. This blog explores how the digital lifestyle changes consumer behavior, how it triggers new expectations, and why digital consumers want to engage differently. If you want to get closer to your customers, join this conversation.